AI customer support agent
A first-line support persona that answers the repetitive 80% instantly and cleanly escalates the 20% that needs a person.
The scenario
Most support volume is the same handful of questions — hours, delivery, returns, password resets — asked at all hours across Telegram and WhatsApp. Customers expect an answer in minutes, not the next business day, and a slow first response is where satisfaction (and reviews) collapse. But not every ticket is routine, and a bot that guesses on the hard ones does more damage than the wait.
How SMS-24 handles it
SMS-24 answers the routine questions instantly from your uploaded help docs, in the customer’s language, on Telegram, WhatsApp and voice. It looks up order or account status through your systems over MCP, so answers are specific, not generic. When a ticket is outside its knowledge or the customer asks for a human, it says so plainly and hands off with the full conversation attached — no repeating the story. Every reply discloses that it is an AI.
What it can (and can’t) do
An honest capability list — no autonomy theatre:
- Auto-reply on Telegram and WhatsApp in your persona’s tone of voice, around the clock.
- Real-time AI voice calls — Telegram voice today, PSTN through your own Twilio number.
- Answers grounded in your knowledge base and uploaded documents (PDF, DOCX, TXT, MD).
- Calls your own tools mid-conversation — CRM, calendar, order lookup — over MCP and function calling.
- Discloses that it is an AI and hands off to a human on request, in line with the EU AI Act.
- Keeps chat and voice-note history per conversation, encrypted at rest; you bring your own LLM key.
CRM & tools (MCP / function calling)
Connect your CRM, calendar or order system once and the agent uses it live. SMS-24 speaks the Model Context Protocol (MCP), so any tool you already expose as an MCP server becomes a function the agent can call mid-conversation — look up an order, check availability, create a ticket — and read the result back to the customer in their language. No bespoke glue code per integration.
Pricing
Plans start at €29/month. You bring your own LLM key (OpenAI, Anthropic or Gemini), so you pay your provider directly with no markup from us. Voice minutes and messenger accounts scale with the tier.
Start free See the Telegram AI agent
FAQ
What happens when it does not know the answer?
It says it does not know and escalates to a human with the full conversation attached, rather than guessing. You set which topics always route to a person.
Can it check a customer’s order or account?
Yes — connect your order or ticketing system as an MCP tool and it looks up the specific status live, then explains it in the customer’s language.
Does it work on voice as well as chat?
Yes. The same persona answers Telegram voice calls and PSTN calls (via your Twilio number) with the same knowledge base.